NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Call recording? Understand the capital requirements and where they are aligned in your contact center.

Contact Center 48

Contact Center Return on Investment E-support Government 48

Stella Connect

MARCH 5, 2018

Immediately after every service interaction, RevZilla customers receive personalized, agent specific Stella Connect feedback requests. Response rates to these feedback requests are over 40% and most customer responses come in within an hour, complete with star ratings, comments, suggested rewards, and/or issues that need to be addressed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

CSM Magazine

APRIL 25, 2023

With the help of call recording and quality management, it’s easy for supervisors to identify quick wins and let agents know they did an excellent job. Unleash The Empowering Force Of Analytics Many contact centre managers (42%) are empowering their agents by investing in the ‘right tools and technology’.

Contact Center 52

Contact Center Call Recording Customer Centricity Brands 52

Stella Connect

MARCH 5, 2018

Immediately after every service interaction, RevZilla customers receive personalized, agentspecific Stella Connect feedback requests. Response rates to these feedback requests are over 40% and most customer responses come in within an hour, complete with star ratings, comments, suggested rewards, and/or issues that need to be addressed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Incorporating analytics into your quality program empowers you to provide fairer, more targeted agent feedback. But what’s all this hype about using analytics to perform quality activities, and could it help you?

Management 55

Management Call Recording Contact Center Interaction 55

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. So what exactly do call centers do? What does a call center do?

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

Talkdesk

APRIL 21, 2020

As a contact center agent, you can be the first and only contact point for customers seeking help, which is why maintaining a high level of etiquette is imperative. As a contact center agent, you are often acting as the face of your company. Be confident Confidence is critical for any productive interaction.

Customer Experience 58

Customer Experience Contact Center Call Recording Call Center 58

Ann Michaels and Associates

JUNE 15, 2020

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. Perform a deep analysis of your call records. Consider how many calls are subsequently transferred into other departments. Use follow-up calls to learn more about customer issues.

NPS 59

NPS Net Promoter Score Customer Experience 2003 59

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

InteractionMetrics

JUNE 24, 2015

Customer feedback surveys are great because they can be objective and easy to implement. But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. So what do you do with all this data?

Customer Experience 45

Customer Experience Contact Center Call Recording Metrics 45

Talkdesk

MAY 3, 2017

The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. Below is a list of AppConnect launch partners; all of these apps are available for a free trial, so if you see something you like, add it to your contact center and starting measuring the impact today.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

Ann Michaels and Associates

MARCH 30, 2019

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. Perform a deep analysis of your call records. Think about how many calls are subsequently transferred into other departments. Use follow-up calls to learn more about customer issues.

NPS 56

NPS Net Promoter Score Customer Experience 2003 56

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.

Call Recording 54

Call Recording Contact Center Call Center Transportation 54

Kustomer

AUGUST 8, 2022

Usually, it’s a voice conversation, but it certainly is also a text conversation, SMS, email, other communication channels, but they had this kind of feedback loop. Our great mentor, Ken Krogue used to call it the brief debrief. And I don’t care if they’re taking inbound calls or making outbound calls.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

Talkdesk

SEPTEMBER 27, 2017

The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform. Likewise, in a world of unpredictable connectivity, it’s common for customers to suddenly lose service and need to call back into your contact center.

Call Recording 40

Call Recording Contact Center Call Center 2016 40

Stella Connect

JANUARY 31, 2018

First, customers’ repeated attempts to resolve issues drive up contact center costs. Say you ha ve a team of 100 contact center agents fielding 50 calls per agent per day at a cost of $5.00 per call, for a total of 1.25 million contacts per year.

Metrics 40

Metrics Customer Service Contact Center NPS 40

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. But call center employees can also be some of the least supported, hardest worked employees in the business – a sure-fire recipe for call center burnout. . What is Call Center Burnout?

Contact Center 72

Contact Center 2022 Call Center Metrics 72

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Make no mistake.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Make no mistake.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Kustomer

JULY 16, 2020

Usually, it’s a voice conversation, but it certainly is also a text conversation, SMS, email, other communication channels, but they had this kind of feedback loop. Our great mentor, Ken Krogue used to call it the brief debrief. And I don’t care if they’re taking inbound calls or making outbound calls.

Customer Service 52

Customer Service Call Center Contact Center Sales 52

NICE inContact

SEPTEMBER 15, 2016

Every contact center manager wants a team of agents that perform at optimum levels. As many managers know, there’s an art to delivering constructive feedback to employees. Here are five different ways contact center managers can make sure they’re getting the most out of their agent coaching sessions.

Call Center 87

Call Center Contact Center Call Recording Feedback 87

SurveySparrow

JUNE 7, 2024

In fact, Gartner had predicted that by 2026, conversational AI within contact centers will reduce agent labor costs by $80 billion. DialerHQ – For Voice Call Insights Source: DialerHQ DialerHQ is a contact center solution that’s primarily famous for its cloud phoning system. Speech and text analytics.

2024 52

2024 2026 Omnichannel Contact Center 52

SmartKarrot

SEPTEMBER 24, 2020

For this, you need to dive deep into customer feedback. Also, ensure reviewing feedback from both detractors as well as the passives. Additionally, do some analysis of your call records. And ascertain what the main drivers are for the call transfers or escalations. Identify the common issues. Analyze your data .

Net Promoter Score 10

Net Promoter Score NPS Call Recording Feedback 10

CSM Magazine

AUGUST 4, 2021

Consider this: of people who reached out to a contact center, 73% had tried a digital channel first, according to the Verint Experience Index (VXI): Banking report published earlier this year. Jordan is a contact center agent who scores very well on metrics like average call time and first-call resolution.

Banking 52

Banking Contact Center Customer Service Customer Experience 52

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

Thematic

JANUARY 27, 2019

Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights to the rest of the company, simply because the analysis of mountains of data they collect may seem daunting. Unstructured data is data that isn’t stored in a fixed record length format.

Customer Service 59

Customer Service Contact Center NPS Financial 59

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

OpinionLab

JANUARY 14, 2019

ForeSee’s word of caution to the market (related to competitive approaches to digital CX like OpinionLab’s): Don’t confuse measurement with feedback. Feedback is bad – feedback is listening to the squeaky wheel and will not lead to good business decisions. Conversely, at OpinionLab it was all about feedback.

Measurement 60

Measurement Call Recording Feedback Contact Center 60

Kustomer

JANUARY 14, 2021

Yeah, so I grew up in the outsource contact center space. So, that’s where I really got my start in sales working for a startup that was a call recording software for enterprise contact centers. There’s, you have traditional contact center reps that have been doing work from home forever.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

UJET

MAY 19, 2020

By using video, supervisors can also see how agents physically react to these situations and give feedback. Even though agents won’t be recorded on a daily basis, seeing physical cues can be helpful to train agents. Call Recording, Monitoring, and Reporting. Access to Documents and Resources.

Call Recording 82

Call Recording Document Interaction Demo 82

UJET

MAY 19, 2020

By using video, supervisors can also see how agents physically react to these situations and give feedback. Even though agents won’t be recorded on a daily basis, seeing physical cues can be helpful to train agents. Call Recording, Monitoring, and Reporting. Access to Documents and Resources.

Call Recording 72

Call Recording Document Interaction Demo 72

Pointillist

OCTOBER 22, 2018

Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. Use AI-based Text Analytics to Analyze Customer Feedback. Also, my public comments carry far greater impact than my private NPS feedback.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Natalie Petouhof

SEPTEMBER 26, 2016

The positive feedback about Dialed from Vivint Solar’s more than 4,000 mobile workers includes: Improving the ease of signing up and using the communications technology. They don’t want to set up an application, have to go through training or troubleshoot it. They want to click on an app and see it work immediately,” said Hincks.

Communication 40

Communication ROI Technology Innovation 40

Talkdesk

AUGUST 4, 2017

Performetric is a real-time, adaptive system that monitors fatigue and recommends actions to keep all contact center agents working at the best. Ytica offers out-of-the box contact center reporting and also customizable drag-and-drop dashboards. Ytica – presented by Simon Vostry, Founder and CEO.

Webinar 42

Webinar Demo Contact Center Call Recording 42

Talkdesk

AUGUST 4, 2017

Performetric is a real-time, adaptive system that monitors fatigue and recommends actions to keep all contact center agents working at the best. Ytica offers out-of-the box contact center reporting and also customizable drag-and-drop dashboards. Ytica – presented by Simon Vostry, Founder and CEO.

Webinar 40

Webinar Demo Contact Center Call Recording 40